Customer Experience Ambassador

About Laurentian Bank

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank.

Role Summary

The Customer Experience Ambassador not only greets customers in-branch and virtually (phone/branch email), but also assists them with their day-to-day transactional questions. This role further supports customers with their additional needs for electronic or digital alternatives, aiming to improve the overall seamless omnichannel experience by directing them to the appropriate department. This new role facilitates a smoother transition for our customers to healthy digital habits.

The Customer Experience Ambassador ensures we connect with our walk-in customers, meet and exceed their expectations by providing quality and efficient customer service. This role is key in bringing customers into the advisory loop and involves making simple sales of transactional products. You will ensure customers are heard, their questions answered, or referred to the right place. Additionally, you will be responsible for the day-to-day compliance responsibilities of the branch from a transactional perspective.

Key Responsibilities

• Greet each client warmly in person and respond to their needs.
• Answer incoming calls in the branch, directing them to the right resources if necessary.
• Respond by e-mail to questions, requests for information, and follow-ups from the branch's customers and various departments, directing to the right resources if necessary.
• Identify and anticipate customer needs to provide excellent care.
• Accompany customers in the transition to electronic solutions (e.g., counter, LBCDirect, mobile application or website) or to the right advisory role.
• Promote the advisory offer and inform customers about the Bank's policies, procedures, campaigns, and promotions.
• Position yourself as a point of contact, collaborating with branch teams.
• Serve customers or introduce them to the appropriate resource to ensure an effective customer experience and build trust.
• Coordinate customer, consultant, and manager requests inter-branch.
• Make simple sales of transactional products when opportunities are identified.
• Ensure customer needs are met to their satisfaction and according to established standards.
• Perform administrative tasks and provide administrative support to various departments.
• Follow up on the Branch Responsibilities Manual, procedures, and established standards for branch compliance and customer experience.
• Perform any other related tasks to contribute to the improvement of the customer experience, support customers in the digital transition, and ensure the success of the branch, including participation in local team performance initiatives.

Qualifications

• Completed high school diploma.
• Relational skills focused on customer service.
• Propensity to provide prompt and efficient customer service.
• Strong work organization and priority management skills.
• Strong communication skills (in person, by phone, and in writing).
• Thoroughness and attention to detail.

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

Key skills/competency

• Customer Service Excellence
• Client Relationship Management
• Digital Banking Adoption
• Transactional Product Sales
• Branch Operations Support
• Compliance Adherence
• Omnichannel Communication
• Problem Resolution
• Administrative Tasks
• Team Collaboration